Process Improvement Specialist

2 weeks ago

Wilmington, Ohio, United States Connection Full time
About the Role

We are seeking a highly skilled Process Analyst to join our team at Connection. As a Process Analyst, you will play a critical role in analyzing, evaluating, and proposing recommendations to improve business processes for our Technology Integration and Distribution Center (TIDC) CX organization.

Key Responsibilities
  • Identify opportunities for process improvement and partner with Pega developers to leverage system functionality for case handling and reporting dashboards.
  • Monitor case volume, SLAs, and trends, and collaborate with leadership to compile and track performance at both the individual and team level.
  • Create KPI dashboards to measure process efficiency and effectiveness.
  • Partner with Quality to develop standards for case handling and implement corrective actions for non-conformance to standards.
  • Develop change management strategies to ensure successful adoption of process improvements.
  • Evaluate and monitor case drivers, building processes to reduce volume and increase speed to resolve.
  • Identify ways to effectively introduce change and make improvements that will increase productivity and reduce costs.
  • Understand, analyze, and update department procedures and job aids/knowledge base tools to align with the latest operational standards, policies, and procedures.
  • Provide cross-functional expertise for ISO compliance and audit requirements.
  • Oversee the process of rolling out changes or improvements by working with CX Supervisors, team members, other managers within the TIDC, and anyone affected by the process.
  • Develop and oversee CX onboarding programs, partnering with Sr. Coordinators to ensure effective delivery to all new team members.
Requirements
  • 8 years of work experience in progressively responsible roles in a customer support environment, demonstrating the ability to evolve service strategies and tools.
  • Exceptional oral, written, and interpersonal skills.
  • Ability to influence at the peer and leadership level.
  • Ability to actively listen, synthesize information, and present thoughts to teammates in a constructive, positive way.
  • Ability to excel in a fast-paced team environment, managing multiple priorities and meeting deadlines.
  • Intermediate knowledge of case management systems, ideally Pega or Service Now.
  • Familiarity with contact center KPIs.
  • Intermediate knowledge of Microsoft products (Windows, Word, Excel, PowerPoint), and other technology such as SharePoint, File Maker, E1 or similar EPR system, Bartender, and Call Tracker.
  • Proficiency in process modeling using Viseo and Lean Six Sigma methodology.
  • Project Management or ITIL certification is a plus.
What We Offer

We offer a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees' emotional wellbeing and provide free therapy visits, mental health coaching, and tools, as well as meditation resources. You'll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

This is an onsite position in Wilmington, OH.

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